Looks like 

• Customers who customers who might potentially be financially vulnerable

Might need to be updated to

• Customers who we think might potentially be financially vulnerable

Or alternatively

• Customers who might potentially be financially vulnerable

Err,

Do you really think that most customers still on paper billing even know what a QR code is, let alone how to use one?

OK  you do mention exceptions for those on PSR etc,
But I have got my disability/welfare advisor hat on here - and know that many who have paper billing struggle with computers, which is why they still have paper billing.

Not sure this change is aimed at those customers though - the exemptions do seem pretty wide and would probably cover quite a few of them.

I’d say it’s more about those who are capable of using Paperless without issue but don’t.

Hi @Blastoise186,

Thanks for the correction there! 

Hi @Nukecad,

This is a valid point. We’d advise any customers who may be worried or struggling with this change to get in touch with the Support team. They’d be able to help further with this. We hope this change won’t impact our most vulnerable customers too much as many of them would be excluded.

Just to point out what appears to be an outdated statement in an official help article:

“We email and post your OVO statements to you every month.”

“from 1st December 2024, we’ll start charging £1.50 a month for sending paper letters.”

+

“Going paperless helps save energy and stops paper waste”

= 

Going paperless does not save you money:  OVO will pocket the saving and pass it on to their share holders. You won’t see any of it. 

https://www.thisismoney.co.uk/money/news/article-6748633/The-paper-bill-rip-Telecoms-giants-charging-36-year-posted-statements.html

Actually @origami , I respectfully disagree.

There is a cost to print the bills, stuff them into envelopes and post them out. Given the rates Royal Mail charge these days even with volume discounts, most of that £1.50 will be gobbled up just by getting the Postie to stick the envelope through your letterbox.

The profits from this for OVO? Almost certainly 0p.

For those using Paperless Billing there is NO saving for OVO - it merely means that OVO doesn’t have to also incur the cost of posting them out on top of paying for a billing system that’s perfectly capable of emailing them out en masse every month.

We got the letter advising us of the change a couple of weeks ago.

Scanned the QR code (yes @Nukecad, we do know how to do it) only to find that apparently the code is not supported. Ok, we'll do it online via the given address.... which led nowhere except a list of different OVO addresses, all unconnected to what we want to do.

Do a search on OVO's website and it tells you that, after all, you can't make the change without reaching out to their support team.

Perhaps they want us to pay an extra £1.50 a month after all.

Hey @Itinerant 

I’m really sorry the QR code & online link didn’t work for you. That sounds very frustrating. 

I’ve not seen any other community members report this issue, but I'll report this internally incase it’s a known issue. Thank you for flagging.  

Hi Emmanuelle, and thank you for responding to my comment.

Just a quick update: my phone (android) is still saying that the QR code is not supported but changing browsers from Chrome to Edge let me tap straight into the web address.

So, all sorted.

Cheers!

I have just received a letter informing me of this, I am a pay as you go customer recently moved across from Boost. 

I have tried to log into my online account but it says that pay as you go accounts are not supported.

Does this letter apply to me? If so, where can I change my preferences?

Many thanks in advance.